Certificate in Customer Experience Management (Contact Centre) (Microcredential)
Business & Management
A course by
UCOL
A Level 4 microcredential providing essential skills and knowledge for a successful career in the contact centre industry through blended delivery including on-campus study and a work placement.
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Core skills this course teaches
Manage customer experiences effectively
Use specialist product knowledge, problem-solving, communication skills, and technology tools to efficiently manage customer experiences in a contact centre.
Apply workplace legislation and policies
Understand and apply relevant legislation and organisational policies ensuring compliance in the contact centre workplace.
About This Course
The UCOL Certificate in Customer Experience Management (Contact Centre) Level 4 equips learners with specialist product knowledge, communication, problem-solving skills, and understanding of legislation and policies relevant to contact centre workplaces. The programme includes both theoretical and practical components offered via blended learning, featuring block courses, online learning, and a seven-week supervised work placement. Learners develop professionalism, wellness, and quality adherence in contact centre environments, preparing for employment or further study.
Course Content
- Contact centre functions and environment including organisational structure, Health & Safety, KPIs, and workplace standards
- Careers within the contact centre industry
- Communication skills inclusive of cultural competence and active listening
- Account management including customer relationships, call etiquette, and records management
- Inbound and outbound sales processes, strategies, and compliance
- Relevant legislation such as Fair Trading Act, Privacy Act, and Employment Relations
- Contact centre induction, workplace policies, products and services understanding
- Supervisor/learning coach roles and feedback methods
- Professionalism and teamwork in workplace conduct
- Contact centre technology usage including computer telephony integration and chatbots
- Strategies for handling common customer challenges including de-escalation and stress management
- Reflecting on personal and team customer experience management outcomes
Entry Requirements
Build towards these roles
Contact Centre AgentCustomer Service RepresentativeCustomer Experience Coordinator
Build skills in these industries
Customer ServiceContact CentreBusiness Management
UCOL is a polytechnic built around the kind of learning that actually sticks — hands-on, practical, and grounded in the real world. With campuses across the lower North Island and a programme range that stretches from trades and health to creative arts and IT, it's a strong fit for learners who want a clear path into work without unnecessary detours. Whether you're fresh out of school, changing direction, or building on what you already know, UCOL is set up to meet you where you are.
